I have a flexible refund option OR a non-refundable option. The non-refundable option provides for a percentage off the rate. It is voluntary to the potential guest, they choose which option during booking.
I had a guest book 10 days ago. They chose the non-refundable option. They booked prime weekend dates. The dates are the end of this week. Today, they contacted me, wanting to cancel and have their money back. I responded with, "the non-refundable option is voluntary and allows guests to save money while booking. It is clearly non-refundable. You may cancel, but I am not refunding the money." Now, AirBnB is involved, I'm being told that I will be penalized if I don't refund, and the calendar still shows the guest as arriving. I would understand if the dates stayed blocked, but nowhere does it say the guest cancelled. Am I missing something?